Lead Service Support Representative

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information

Site Service Coordinator position based on-site in New Brunswick, New Jersey.

A day in the Life:

As a Site Service Coordinator, you will be an integral part of the AMS services team you will support account strategy driving excellence in service. We focus to achieve and maintain customer satisfaction through world class service delivery and customer expectations.

• Develop and maintain positive and professional working relationships with customers, service vendors and internal support teams.
• Conduct site operations in accordance with standard operating procedures as well as following customer requirements.
• Support action plans and tracking mechanisms to drive daily operations as well as continuous improvement.
• Ensure that all compliance and regulatory guidelines are followed and maintained.
• Responsible for accurate data input to Thermo Fisher systems these may include; service requests, work orders and purchase order information, service reports and training certifications.
• Monitor all service activities assigned and customer concerns to include, quality, timeliness, accuracy of documentation, through completion of the service event.
• Monitor and maintain up-to-date service documentation for service contracts and compliance to assure vendor compliance.
• Adhere to all Thermo Fisher and customer safety, security and quality procedures and processes.
• Participate in Process improvement project teams as assigned to improve business performance.
• Travel to multiple client locations as applicable to support account needs (

Education

• HS Diploma/GED required; Associates degree preferred

Experience

• Previous customer service experience required
• Experience in a lab, healthcare, or pharmaceutical setting preferred
• Experienced in achieving customer loyalty.
• This position requires proof of COVID-19 vaccination.

Knowledge, Skills, Abilities

• Ability to work independently and proactively resolve customer issues.
• Ability to build strong, professional relationships.
• Team oriented and participation in team / customer interactions
• Effective social skills (both verbal and written).
• Ability to make commitments, track, and communicate progress, and follow through until completion.
• Self-starter with strong bias for action; able to get results. Willing to work with limited supervision
• Proficient PC skills and ability to effectively use Windows based software.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.